1. Service level Agreement SLA Product - Imports & Exports Letter of Credits, Collections, Guarantee & Trade Loan 1. Services : Imports Issuance of Letter of Credit (LC) By 1pm on T Day Fulfillment : LC/Amendment issued and transmitted copy either send Email to customer (or) made available at counter for collection. Turnaround Time : Applications received - Before 1pm within T day, - After 1 PM T+ 1 Day 2. Services : Inward Bills under LC (New) By 11 PM on T Day Fulfillment : Documents examined and customer notified of status of documents drawn under Letters of Credits issued by us via email advices. Turnaround Time : All documents received Before 11PM T+1 day, Before 11 PM T+1 day, After 11 PM T+ 1 Day Before 6 PM 3. Services : Inward Bills under LC (Payment) By 3 PM on T Day Fulfillment : Documents are ready for collection and payments effected. Turnaround Time : Instructions received Before 3 PM within the T day, After 3 PM T+ 1 Day Page 1 of 7
4. Services : Inward Collection (New) By 1 PM on T Day Fulfillment : Documents processed and customers notified of receipt of Inward Documentary Bills for Collection received from remitting banks for presentation to importers/ Drawees. Turnaround Time : Customer will be notified of documents received Before 1 PM within the T day, After 1 PM T+ 1 Day 5. Services : Inward Collection (Payment) By 1 PM on T Day Fulfillment : Documents are ready for collection and payments effected. Turnaround Time : Instructions received Before 1 PM within the T day, After 1 PM T+ 1 Day 6. Services : Exports Advising/Confirming/ Transfer of Export LCs By 2 PM on T Day Fulfillment : Beneficiaries are advised of the Export Letters of Credit received by CB Bank. Turnaround Time : All inward LCs received Advised within the T day, After 2 PM T+ 1 Day Responsible Party : Trade Finance Operation Page 2 of 7
7. Services : Exports LC Negotiation (Creation) By 11 PM on T Day Fulfillment : Customer advised of document status upon examination of document drawn under Export Letters of Credits presented by customers. Turnaround Time : All inward LCs received Before 2 PM Advised within the T day, After 2 PM T+ 1 Day Responsible Party : Trade Finance Operation 8. Services : Exports LC Negotiation (Advise Discrepancies on Export Negotiation Documents) By 11 PM on T Day Fulfillment : Customers are notified of Discrepancies. Turnaround Time : Within 2 hours of completion of checking of new documents 9. Services : Exports LC Negotiation (Payment/ Discounting ) with or without recourse By 2 PM on T Day Fulfillment : Settlements / Discount Proceeds paid to customers. Turnaround Time : Payment /Discounting instructions received Before 2 PM After 2 PM T+ 1 Day Page 3 of 7
10. Services : LC Reimbursement Claims are paid within 24 hours of receipt or due date. Fulfillment : Reimbursements claims settled Turnaround Time : Compliant claims are paid within T + 24 hours of receipt or on due date. 11. Services : Export Documentary Collections (Creation) By 5 pm on T Day Fulfillment : Processing and dispatch of Export Documentary Collections to Collecting Bank Turnaround Time : Documents Received Before 5 PM After 5 PM T+ 1 Day Responsible Party : Trade Finance Operation 12. Services : Export Documentary Collections (Payment) By 5 pm on T Day Fulfillment : Settlements / Discount Proceeds paid to customers Turnaround Time : Proceeds received Before 5 PM After 5 PM T+ 1 Day Page 4 of 7
13. Services : Export Clean Collections (New) USD cheques received By 12 pm on T Day : Other currency cheques received By 12 PM on T Day Fulfillment : Processing & dispatch of foreign Cheque sent under Collection Turnaround Time : Proceeds received Before 12 PM Within the T+1 day, After 12 PM T+ 2 Day : Other Currency cheques received Before 3 PM Within the T+1 day, After 3 PM T+ 2 Day 14. Services : Export Clean Collections (Payment) By 3 pm on T Day Fulfillment : Customers accounts credited with Export Clean Collections Proceeds. Turnaround Time : Proceeds received Before 5 PM After 3 PM T+ 1 Day 15. Services : Shipping Guarantees / Airway Bill Endorsement By 3 PM on T Day Fulfillment : Shipping Guarantee issued and available for customer collection at counters. Turnaround Time : Shipping Guarantees issued within 30 minutes upon receipt of the applications Page 5 of 7
16. Services : Banker's Guarantees & Standby Letter of Credit (SBLC) New / Creation Amendment By 11 AM on T Day Fulfillment : Issuance of Banker's Guarantee & SBLC applications except for maid's guarantee. Turnaround Time : Standard formats bankers Guarantees applications received Before 11 AM within T+1 day, After 11 PM T+1 Day 17. Services : Banker's Guarantees & Standby Letter of Credit (Cancellation) By 11 AM on T Day Fulfillment : Banker's Guarantee & SBLC is cancelled and email sent to Loans Department for release of collateral if any. Turnaround Time : Before 11 AM within T+1 day by 5 PM, After 11 PM T+2 Day Page 6 of 7
Product - Inward Remittance (Non-Trade), Outward Remittance (Trade & Non-Trade) 1. Services : Inward Remittance (Non - trade) By 3 PM on T Day Fulfillment : Check beneficiary name, A/C number, Currency code, amount & payment information Turnaround Time : Statement message T-950 received Before 3 PM within T day, After 3 PM T+ 1 Day Responsible Party : Inward Remittance Operation 2. Services : Outward Remittance ( Trade /Non - trade) By 9:30 AM to 3:00 PM : After 3:00 PM T Day Fulfillment : Account balance, signature, Documents check & compliance check. Turnaround Time : Sufficient account balance, correct signature, complete documents T+ 1 Day : T + 2 Day Responsible Party : Outward Remittance Operation 3. Services : Customer Queries/Request/ Complaints Fulfillment : - Queries which does not require checking : Queries which require checking with processing Team : Acknowledgement of Complains : Response to all customer complaints : Customer gets response on complaint Turnaround Time : Phone calls to be picked up within 3 rings (20s) Quick kill 5mins Before 4:30 PM within T day, After 4:30 PM T+ 1 Day : Within 1 hours : T+1 Day Responsible Party : Remittance Section Page 7 of 7